Complaints are different when customers think a company cares

When a consumer has a bad experience involving a company's products—be it purchasing a car with a safety defect, becoming the victim of a data breach or having baggage lost by an airline—you might think he or she wouldn't ...

Detecting influence campaigns on X with AI and network science

In the age of generative-AI and large language models (LLMs), massive amounts of inauthentic content can be rapidly broadcasted on social media platforms. As a result, malicious actors are becoming more sophisticated, hijacking ...